Responsibilities

• Answering general inquiries: Responding to customer questions about Website, Onboarding, Login, Product and service
• Guiding customers on how to purchase, renew, reset password, change in billing and shipping address, assisting in purchasing products, adding products to the cart, check out issues, sending proforma invoices
• Providing guidance on knowledge base: Assisting customers with creating and managing knowledge articles, including how to search for and share relevant information with customers.
• Troubleshooting basic issues: Check out , CC payments, account registration, adding aircraft tails and avionics
• Offering guidance on entitlements and SLAs: Assisting customers with setting up and managing entitlement processes, service level agreements (SLAs), and milestones within Salesforce Service Cloud.
• Resolving user access issues: Assisting customers with user access problems, such as granting or revoking user permissions, troubleshooting permission-related errors, or managing user roles
• Ensuring customer satisfaction: Ensuring that customers are satisfied with the support provided, following up on any unresolved issues, and seeking feedback to improve the overall support experience.